The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah

This study has been carried out to understand the relationship between service quality dimensions, satisfaction and customer loyalty towards private high schools in Kata Kinabalu. This study seeks to contribute to the development of a conceptual framework that integrates service quality, satisfactio...

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Main Author:	Anthea Jacelyn Melanie Matanjun
Format:	Thesis
Language:	English English
Published:	2012
Subjects:	HF5410-5417.5 Marketing Distribution of products
Online Access:	https://eprints.ums.edu.my/id/eprint/38530/1/24%20PAGES.pdf https://eprints.ums.edu.my/id/eprint/38530/2/FULLTEXT.pdf
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id	my-ums-ep.38530
record_format	uketd_dc
spelling	my-ums-ep.385302024-04-23T07:05:11Z The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah 2012 Anthea Jacelyn Melanie Matanjun HF5410-5417.5 Marketing. Distribution of products This study has been carried out to understand the relationship between service quality dimensions, satisfaction and customer loyalty towards private high schools in Kata Kinabalu. This study seeks to contribute to the development of a conceptual framework that integrates service quality, satisfaction, and customer loyalty. This study was conducted based on non-probability sampling in Sabah Malaysia with focus point in the area of Kata Kinabalu. The research sample was selected from a range of students and parents that patronize in private schools based on convenience sampling. The method of data collection is self-administered questionnaire. Quantitative data obtained and the data gathered were being treated by using the statistical program namely Statistical Package for Social Science (SPSS) version 20.0 for analysis and summarization purposes. Prior to the study, a comprehensive literature review was performed. The literature review informed the theoretical framework which guided the study. Additional literature, where needed was introduced through the data collection and analysis processes. The study uncovered that service quality act on customer loyalty through satisfaction. In the dimensions of service quality, impression has been found to be the most important input to satisfaction. It gives implications for differentiated marketing strategies according to customer loyalty and a summary of overview topics for further study. 2012 Thesis https://eprints.ums.edu.my/id/eprint/38530/ https://eprints.ums.edu.my/id/eprint/38530/1/24%20PAGES.pdf text en public https://eprints.ums.edu.my/id/eprint/38530/2/FULLTEXT.pdf text en validuser masters Universiti Malaysia Sabah Sekolah Perniagaan Ekonomi
institution	Universiti Malaysia Sabah
collection	UMS Institutional Repository
language	English English
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Anthea Jacelyn Melanie Matanjun The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah
description	This study has been carried out to understand the relationship between service quality dimensions, satisfaction and customer loyalty towards private high schools in Kata Kinabalu. This study seeks to contribute to the development of a conceptual framework that integrates service quality, satisfaction, and customer loyalty. This study was conducted based on non-probability sampling in Sabah Malaysia with focus point in the area of Kata Kinabalu. The research sample was selected from a range of students and parents that patronize in private schools based on convenience sampling. The method of data collection is self-administered questionnaire. Quantitative data obtained and the data gathered were being treated by using the statistical program namely Statistical Package for Social Science (SPSS) version 20.0 for analysis and summarization purposes. Prior to the study, a comprehensive literature review was performed. The literature review informed the theoretical framework which guided the study. Additional literature, where needed was introduced through the data collection and analysis processes. The study uncovered that service quality act on customer loyalty through satisfaction. In the dimensions of service quality, impression has been found to be the most important input to satisfaction. It gives implications for differentiated marketing strategies according to customer loyalty and a summary of overview topics for further study.
format	Thesis
qualification_level	Master's degree
author	Anthea Jacelyn Melanie Matanjun
author_facet	Anthea Jacelyn Melanie Matanjun
author_sort	Anthea Jacelyn Melanie Matanjun
title	The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah
title_short	The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah
title_full	The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah
title_fullStr	The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah
title_full_unstemmed	The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah
title_sort	relationship between service quality, satisfaction and customer loyalty in the context of private high schools in kota kinabalu, sabah
granting_institution	Universiti Malaysia Sabah
granting_department	Sekolah Perniagaan Ekonomi
publishDate	2012
url	https://eprints.ums.edu.my/id/eprint/38530/1/24%20PAGES.pdf https://eprints.ums.edu.my/id/eprint/38530/2/FULLTEXT.pdf
_version_	1804890324206616576

The relationship between service quality, satisfaction and customer loyalty in the context of private high schools in Kota Kinabalu, Sabah

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